SOLUTIONS MANUAL - CHAPTER 1 OPERATIONS AND SUPPLY CHAIN MANAGEMEN...

SOLUTIONS MANUAL

FOR OPERATIONS AND

SUPPLY CHAIN

MANAGEMENT, 17E

JACOBS, CHASE (ALL

CHAPTERS

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CHAPTER 1

OPERATIONS AND SUPPLY CHAIN MANAGEMENT

Discussion Questions

• Using Exhibit 1.3 as a model, describe the source-make-deliver-return relationships in the

following systems:

• An airline

Source: Aircraft manufacturer, in-flight food, repair parts, computer systems

Make: Aircraft and flight crew scheduling, ground services provided at airports, aircraft maintenance and repair

Deliver: Outbound and arriving passenger service, baggage handling

Return: Resolve any post-service issues such as lost or damaged luggage

• An automobile manufacturer

Source: Suppliers of components and raw materials

Make: Manufacturing of vehicles and components or subassemblies to be sold as spare parts Deliver: Delivery to and sales from dealerships, delivery of spare parts to the wholesale system

Return: Warranty and recall repairs, trade-ins

• A hospital

Source: Medical supplies, cleaning services, disposal services, food services, qualified personnel

Make: Inpatient rooms, outpatient clinics, emergency room, operating rooms

Deliver: Scheduling patients, providing treatment, ambulance service, family counseling

Return: Billing errors, follow up visits

• An insurance company

Source: Supplies needed for the office, underwriters, legal authority to operate Make: Establish policy guidelines and pricing, field agent/representative and facility network, develop Internet service capabilities, establish preferred vehicle repair service network

Deliver: Meet with and advise clients, write policies, process and pay claims

Return: refund of overpayments

• Define the service package of your college or university. What is its strongest element? What is

its weakest one?

The categories with examples are:

Supporting facility - location, buildings, labs, parking Facilitating goods – class schedules, computers, books, chalk Explicit services – classes with qualified instructors, placement offices Implicit services – status and reputation (e.g., Ivy League schools)

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